Disability Solutions - Westlake Village, CA
posted 3 months ago
The Customer Experience Manager in the Office of the President plays a crucial role in advocating for borrowers across all lines of business. This position supports the Director by coordinating with internal departments and subservicers to ensure that issues are resolved effectively. The individual in this role is responsible for tracking, monitoring, and reporting on various items to ensure successful resolution of customer complaints and escalations. As an individual contributor, the Customer Experience Manager will handle escalated phone calls, emails, and mail, ensuring that customer privacy is maintained and that accurate information is provided to all stakeholders. In this role, the Customer Experience Manager will resolve complaints directed to executives and regulators through both telephone and written correspondence. It is essential that all regulatory complaints are completed within the established Service Level Agreements (SLAs). The manager will also ensure that borrower escalations and complaints are handled in accordance with corporate and regulatory guidelines. A dynamic and independent problem solver, the manager will research, formulate, and execute resolutions for complex and unique complaints, while proactively detecting and resolving borrower issues. Building strong partnerships with internal departments, vendors, and subservicers is key to achieving results. The position requires continuous review of trends to identify possible root causes of complaints, including escalations from verbal to written formats, in support of initiatives aimed at reducing complaint volumes. The Customer Experience Manager will review and monitor escalations and complaints in flight to ensure timely resolution and will provide management with reporting on escalations and complaints, both in flight and completed, including complaint trending. Additionally, the manager will review and audit items to ensure they are completed accurately and promptly, supporting directives that focus on leading the team to meet productivity and quality goals. Effective risk management and collaboration with internal and external business partners are also critical components of this role, as is the formulation of recommendations and assistance with the design of processes and procedures to support call and escalation functions. Continuous process improvement reviews and recommendations to increase productivity and quality are expected as part of the job.